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In the competitive world of telecommunications, customer churn remains a pressing concern - and an expensive one.
Global competition has raised the cost of acquiring new customers, making it imperative to determine which customers are likely to churn, and which you'd like to keep, so you can take the necessary steps to prevent them from leaving.
Incorporating basic principles and best practice case examples, this webcast series highlights practical hints and tips for how to make these techniques work for your own company or organization.
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| I. Case Studies in Combating Telco Churn Through the Use of Business Intelligence |
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Learning Objectives:
Learn how you can improve customer retention through customer loyalty programs, pre-emptive call center programs, analysis of customer wants and needs, behavioral segmentation, and other techniques. |
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| II. Principles and Guidelines |
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Learning Objectives:
Get an overview of the concepts of shopping cycles, the reasons for churn, the use of churn reason codes and the churn management maximization formula. |
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| III. Organizational Postures and Operational Models |
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Learning Objectives:
Discover the steps necessary to implementing successful churn management and customer loyalty programs, including organizing the programs, running them, conducting follow-ups and effectively measuring the results. |
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| IV. Indexes, Scores, Models and Reports |
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Learning Objectives:
Review the range of churn and loyalty reports and models available; learn when each can be used most effectively. |
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| V. The "WAR" Framework for Balanced Marketing Optimization |
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Learning Objectives:
Learn how to optimize customer profitability through the WAR methodology: Wallet Share, Acquisition and Retention Optimization. |
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Associated Article
Using Advanced Analytics to Improve Call Center Performance
Transcript that contains questions submitted by the attendees of the web seminar entitled "Using Advanced Analytics to Improve Call Center Performance" along with Rob Mattison's responses.
About eXcellence in Telecommunication (XiT) and Rob Mattison
eXcellence in Telecommunication (XiT) is an exclusive consulting, training and publishing firm dedicated to helping telecommunications companies attain excellence in all aspects of their customer and operations related activities.
Rob Mattison is a seasoned professional consultant and globally recognized thought leader with more than 20 years in the telecommunications industry.
Any Questions?
If you have any questions on the issues raised in this seminar series, please email Peter Byram.
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